For more information about our Incident Response and Communications please read this support article.
We also maintain a list of Known Product Issues separate from this site here.
[Major] Issues with Public API, Logins, Preview, Classifications & Tasks
Postmortem
We recently addressed issues affecting the Box webapp and public API. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future.
On June 22, 2023 between 17:05 and 18:02 (Pacific Time), some users may have experienced difficulties while working in Box. During this time, some users experienced failures interacting with certain parts of the Box web login, public API and Downloads. The issue occurred as a result of a misconfiguration in a change intended to add new database clusters to accommodate incoming customers. We were able to resolve the issue by reverting the change. In addition, we have already implemented process improvements to minimize the likelihood of similar issues occurring in the future.
Analysis
As part of a routine process, our database team periodically adds new database clusters and makes them available for use via a configuration change. During this incident, as part of the addition of a new database cluster an incorrect command resulted in a misconfiguration that caused some users to experience failures interacting with certain parts of the Box web login, public API and Downloads.
Corrective Actions
The following corrective actions have been completed or are planned:
Enhance validation process to detect and block this type of misconfiguration before deployment process
Document and validate change reversal steps ahead of production deployment
We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter.
Sincerely,
The Box Team